Guide to Personalised Customer Experience in Retail


Customers expect their in-store personalised customer experience to be exceptional. They expect shop teams to be able to understand their requirements, anticipate and explore needs and advise on the most suitable product.

To deliver an individual personalised customer experience, first of all it is necessary to free up time from shop teams, who are usually overstretched in logistical tasks. Next, it is necessary to integrate local knowledge with insights generated centrally. Finally, team empowerment enables us to standardise a level of excellence in customer service.

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